Workforce Management Analyst
Beyond Finance is a next generation financial services company. Our goal is to provide financial peace of mind to our clients by giving them simple and transparent financial products that are customized to their individual circumstances.
We are in constant pursuit of “disruptors” that will help us get to the next level. Our workforce includes celebrated, diverse talents working towards the common objective of developing something transformational for the debt relief industry.
Our team spirit and culture are what set us apart as a company. We love what we do, and we have fun doing it.
About The Role
We are looking for a Workforce Management Analyst, who understands how to manage calls across a network of contact centers. The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing a workforce in contact center environments.
What You’ll Do:
- Updates agent and supervisor profiles
- Documents standard workflows and best practices
- Prepares, updates, and builds reports to present staffing and scheduling views to the Operations team and business leaders
- Assists partners by providing value-added agent performance detail, such as AHT, shrinkage, and adherence trends
- Meets with business to discuss ways to ensure best-fit staffing on a long-term and short-term basis
- Analyzes and collects historical trend data to determine future performance for various forecasting assumptions (volume, AHT, shrinkage, occupancy, etc.)
- Loads and updates monthly/weekly/daily/interval-level forecasts into WFM system
- Generates staffing requirements based on forecast projections
- Reviews and approves time off requests
- Builds schedules (new hire and shift bid) that align with business needs, and analyzes existing schedules to determine opportunities for adjustments
- Programs schedule activities in WFM/WFO system, and adjusts schedules ad-hoc based on expected over/under-staffing and real-time events; makes recommendations and partners with operations on opportune times to schedule agent and contact center events
- Building, maintaining, and automating reporting for executive and front line leadership as well as agent visibility
Job Requirements and Qualifications
- 3+ years in a contact center environment (required)
- 2+ years in a Workforce Management (WFM) specialty role and hands-on experience with Community WFM and WFO systems (preferred) or alternatives (Aspect eWFM, NICE IEX, impact360)
- Proficiency with Microsoft Excel to include making charts, data manipulation, and pivot tables
- Organizes workday proactively with little oversight
- Communicates effectively and confidently, offering clear and concise explanations to business partners
- Investigates and problem-solves in advance, with equal focus on current concerns as well as foresight into future issues that may arise
- Proven effectiveness in decision-making and consultative analysis
#LI-RK1
Why join us?
We are looking for great people to join a fast-paced, growing, and innovative business. For eligible fulltime employees, we offer:
- Considerable employer contributions for health, dental and vision programs
- Generous personal time-off
- 401(K) match
- Merit advancement opportunities
- Career development & training
More importantly, our team spirit and culture are what really sets us apart as a company. We’re a world-class company that loves what we do…and we have fun doing it!
Under the California Consumer Privacy Act (“CCPA”), Beyond Finance is informing California residents who are our job applicants, contractors or prospective employees (together “job applicants”) about the categories of personal information we collect about you and the purposes for which we will use this information. This notice and our Privacy Policy contain important information relating to the CCPA and apply only to personal information that is subject to the CCPA. Please see our website for the full CCPA statement.
*Beyond Finance is an equal opportunity Employer*
Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance Finance and HR teams. No placement fee will be paid to any third party unless such a request has been made by the Beyond Finance HR team.